Shipping &
Returns
Everything you need to know about getting your Soulmates to your door — and what happens if they're not quite right.
Shipping
- Where we ship
- We ship worldwide. Orders within the EU are delivered duty-paid; international orders may incur local customs charges.
- Production time
- Every Soulmate shoe is made to order. Please allow 21 days from order confirmation for your pair to be handcrafted.
- Delivery times
- EU: 3–5 business days via DHL Express. UK: 5–7 business days. Rest of world: 7–12 business days.
- Shipping cost
- Complimentary on all orders within the EU. €25 flat rate for UK, Switzerland, and Norway. €45 for the rest of the world.
- Tracking
- You'll receive a tracking link the moment your shoes leave our Milan workshop.
Returns & Exchanges
- Return window
- We accept returns and exchanges within 30 days of delivery. Shoes must be unworn, in original packaging, with all inserts.
- How to return
- Email returns@soulmatestudio.com with your order number. We'll send you a prepaid shipping label within 24 hours.
- Cost
- Free for first-time exchanges. €15 return fee deducted from refunds (covers shipping, inspection, and restocking).
- Refund timeline
- Refunds are processed within 5 business days of our workshop receiving and inspecting the return.
- Exchanges
- Exchanges ship priority — we reserve your new size before the return arrives. Turnaround is typically 7–10 days.
Repair Programme
- Resoling
- Return your Soulmates after 500 miles and we'll replace the soles for €95. All materials and labour included.
- Re-stitching
- Loose threads, worn stitching, or seam separation — repaired free of charge for the lifetime of the shoe.
- Heel cap replacement
- Solid brass heel caps (The Rebel, The Lover) replaced for €35 including return shipping.
- How it works
- Fill out the repair form on our Care Guide page, ship your shoes to us, and we'll return them within 14 days.
Have a question?
Our customer care team replies within 24 hours.
Contact us →